The document discusses the evolution of e-commerce as it becomes an integral part of business strategies, highlighting the shift toward optimizing online experiences through add-on services and technologies. It outlines how businesses are implementing SaaS optimization services for immediate value and efficiency without overhauling existing platforms, while also emphasizing the importance of personalization and customer engagement. Various case studies illustrate how e-commerce companies are leveraging these optimization tools to enhance conversion rates and customer satisfaction.

1. Optimizing the
E-Commerce Experience
Sponsored by
October 2009
Digital Intelligence Copyright ©2009 eMarketer, Inc. All rights reserved.

2. October 2009
Optimizing the
E-Commerce Experience
Overview: Well into its second decade of life, e-commerce is growing up. It is no longer an ancillary channel or strategy.
Business-to-consumer (B2C) and business-to-business (B2B) companies across a range of industries and sectors are
now making e-commerce core to the way they do business. Many are dropping the “e” altogether, as the once-rigid line
between online and offline sales becomes permanently blurred.
Not surprisingly, online purveyors are upgrading their
e-commerce platforms and making investments in next-
generation technologies to enable cross-channel selling,
segmentation and personalization, better search and
navigation, and more. While platform upgrades occur every few
years as new technology comes to market, online businesses
The Optimization Outlook 3 also recognize the importance of optimizing what they have
Applicable Segments for Optimization 3 today with add-on services that do not require major overhauls.
Leading Optimization Applications 4 A new category of online business optimization services has
Content Targeting and Testing 4 emerged that can be “bolted on” to existing sites and
E-Tales 5 platforms—like rings around a planet—to boost online
Call Tracking 5 revenues and performance without major investments. While
E-Tales 6 e-commerce optimization services vary in what they help
Personalized Ratings and Recommendations 6 businesses achieve, they share a common trait: optimizing the
E-Tales 7 online experience for each and every consumer to maximize
Live Help 8 potential revenues and profits.
E-Tales 10
Targeted E-Mail Marketing 10 “Over the past five years, e-commerce companies have begun
E-Tales 11 realizing it’s all about the consumer,” Brian Kalma, director of
The Future of Optimization 12 user experience at footwear and apparel seller Zappos.com,
About ATG 13 told eMarketer. “There is so much that can benefit the
About eMarketer 13 consumer—and companies have begun listening.”
Digital Intelligence Copyright ©2009 eMarketer, Inc. All rights reserved.

3. The Optimization Outlook Applicable Segments for
Optimization
Optimization services are on-demand software-
as-a-service (SaaS) technologies that add E-commerce today goes well beyond online
dynamic, real-time capabilities to existing online retail. Businesses across a range of industries,
platforms. Over the past two years, increasing both B2C and business-to-business (B2B), now
numbers of e-commerce companies have turned understand they are e-commerce players. As the
to SaaS optimization services as quick solutions online channel becomes core and growth in
that deliver immediate value at low cost. traditional channels slows, these businesses can
use optimization services to gain competitive
advantage and propel online revenues.
What are Optimization Services?
Optimization services are add-on, SaaS products that The four most common sectors where SaaS tools are helping to
can rapidly enhance an e-commerce company's optimize e-commerce include:
existing Website or platform. Because optimization
■ Retailers, wholesalers and consumer manufacturers that sell
services are licensed as on-demand services, they
physical or digital products directly through an online store
may be quickly implemented and deliver fast time
to value. ■ Online travel, hospitality and leisure sites that sell online
Optimization services, while alike in their ultimate reservations and tickets
goal and delivery mechanism, address a wide range ■ Online finance, insurance, cable, wireless and other service
of needs. Some of the most popular optimization providers that sell and support services and subscriptions online
services are pinpointed search functions, click-to-call
and click-to-chat services, and the ability to offer ■ Online yellow pages, real estate, auction sites and other
personalized product reviews and directories that connect buyers and sellers but may not directly
recommendations. process transactions
Not surprisingly, these sectors are also among the largest and
According to a 2009 report from AMR Research titled “Evolution to fastest-growing segments of e-commerce. comScore’s February
Third-Generation Systems,” 43% of companies in the under-$100- 2009 “State of the U.S. Online Retail Economy Report” found that
million segment plan to upgrade or add functionality to their first- online B2C retail and travel sales combined grew by 6%, hitting
or second-generation systems over the next year. Fifteen percent $221 billion in 2008. The lion’s share—$130 billion—came from
of those in the $100 million to $999 million range plan the same retail. The remaining $91 billion was generated by travel sites.
types of upgrades, as do 21% of companies that generate more
than $1 billion annually.
Since optimization services are leased and added to existing sites
rather than licensed or developed in-house, implementation is
rapid and more cost-effective than revamping an entire e-
commerce platform or investing in building or deploying products
directly. Monthly fees for optimization services can range from a
few hundred dollars to tens of thousands, depending on the size
of the site, the value delivered and the number of services the
customer has licensed.
Optimizing the E-Commerce Experience 3

4. Applicable Segments for Optimization Leading Optimization Applications
Despite the economic challenges of 2008 and 2009, many Optimization services perform a range of functions
e-commerce companies are continuing to invest in their businesses.
According to online retailers surveyed during Q1 2009 by the e-tailing
for many types of online businesses. This section of
group, 36% planned to spend more this year than last; 26% said they the white paper zeroes in on some of the areas
would invest about the same amount as they did in 2008.
where optimization is most important—and most
Change in E-Commerce Investments due to the profitable—to successful e-commerce operators.
Economy According to US Online Retailers, Q1 2009 (%
of respondents) It also provides short case studies that explain how
Investing somewhat more than 2008 as e-commerce is the individual businesses have applied specific
fastest-growing part of our business
36% services to help reach primary e-commerce goals.
Investing about the same as 2008
26% Content Targeting and Testing
Investing somewhat less than 2008 given our current business One of the most important metrics e-commerce companies look at
state
each day is online traffic. They generate traffic through a variety of
22%
marketing efforts, including search marketing, affiliate marketing,
Investing significantly less than 2008 given our current business
state banner and rich media ads, and an array of offline strategies.
8%
Savvy marketers, however, are focusing e-commerce efforts on what
No change happens after the click.They are looking to optimize campaigns to
8%
turn more visitors into customers.And they are doing this through on-
Source: the e-tailing group, "8th Annual Merchant Survey," provided to demand services that help convert more traffic into sales and leads.
eMarketer, April 2009
103426 www.eMarketer.com Content targeting and testing tools are a hot area—they help target the
103426
right content based on visitors’ incoming keyword or URL,segment or
Forrester Research found in December 2008 that better search
other criteria,and test different approaches to optimize results.
functions, product recommendations/personalization and
interactive support (such as click-to-call/click-to-chat) were According to a survey conducted by the Web Analytics
among the top technologies that businesses worldwide planned Association between October and December 2008, “targeting and
to implement. Search was near the top of the list, with 36% of segmentation” and “A/B and multivariate testing” ranked second
businesses planning minor upgrades and 21% considering major and third in terms of areas of knowledge that Web analytics users
overhauls. SaaS tools are an increasingly common way to offer were looking to improve.
these technologies.
Areas of Knowledge that Web Analytics Users
E-Commerce Technologies that Businesses Worldwide Worldwide* Would Most Like to Improve,
Plan to Implement in the Next Year, December 2008 October-December 2008 (% of respondents)
(% of respondents)
Measuring Web 2.0 technologies 60.8%
First- Minor Major No Don't
time upgrade upgrade plans know Targeting and segmentation 57.2%
purchase
A/B and multivariate testing 49.8%
Web analytics 4% 38% 19% 36% 4%
Search 0% 36% 21% 38% 6% Natural search marketing or SEO 48.6%
Web content management 8% 25% 21% 38% 9% Paid search marketing 41.2%
Product recommendations/ 8% 25% 15% 42% 11%
personalization Campaign management 37.8%
Interactive support (e.g., chat, 11% 25% 8% 47% 9% Content management 35.8%
click-to-call)
Creating custom reports 34.0%
Order management 2% 9% 21% 57% 11%
Alternative payments 6% 23% 8% 53% 11% E-mail marketing 32.2%
Other 13% 25% 38% 13% 13% Affiliate marketing 29.1%
Note: n=53 e-business and channel strategy managers
Note: n=444; *North America (61%), Europe, Middle East and Africa (26%),
Source: Forrester Research, "Global eBusiness and Channel Strategy
Professional Online Survey," December 2008 as cited in Forrester Asia-Pacific (11%) and Latin America (2%)
Research, "The Recession's Impact On 2009 eBusiness Plans," February Source: Web Analytics Association, "Outlook 2009: Survey Report,"
provided to eMarketer, January 7, 2009
2009 as cited by Research Recap, February 23, 2009
101044 www.eMarketer.com
101889 www.eMarketer.com
101889 101044
Optimizing the E-Commerce Experience 4

5. Leading Optimization Applications
A Q1 2009 study by the eMetrics Marketing Optimization Summit E-Tales
found that behavioral targeting, customer segmentation analysis ■ ApartmentGuide.com used a multivariate testing application
and multivariate testing were among the top technologies called Sitespect to test multiple user interface treatments. Since
marketers were outsourcing this year, indicating how on-demand different content is targeted at different people, the application
solutions are becoming a preferred way of monitoring targeting optimizes leads and conversion rates. Since installing Sitespect
and testing. eight months ago, ApartmentGuide.com has doubled the number
103366
of leads it forwards to rental offices, vice president John DeLatte
Campaign Optimization Services and Functions told eMarketer.The company was also ranked as one of Hitwise’s
Outsourced by Marketers Worldwide*, Q1 2009 (% of
respondents) top 20 e-commerce sites in June 2009. ApartmentGuide.com
doubled its leads:
Advertising optimization
50.0% ■ A multivariate application tests different user interfaces.
Navigation and usability optimization
■ All 800-number leads are tracked via call tracking technology.
26.9%
Website performance optimization ■ Location searches are supplemented with Google Maps.
23.1%
■ An iPhone app can be accessed via GPS button.
Behavioral targeting
23.1%
Call Tracking
Customer satisfaction monitoring and optimization
Another way marketers are helping to optimize traffic and
23.1%
increase return on their marketing spend is with next-generation
Customer segmentation analysis
call tracking technology. A few years ago, the click-through rate
23.1%
was the main method of evaluating the success of online
Traffic and pageview monitoring marketing campaigns. Today, the rise of post-click marketing is
19.2%
driving on-demand lead tracking services, such as call tracking,
Reputation management which tell marketers exactly how much traffic from each
19.2%
campaign is converted into actual sales and leads.
Online competitive analysis
15.4% On real estate sites, for example, call tracking monitors and
measures inbound phone responses to brokers’ and agents’
Cross-channel metrics
15.4%
Websites, property listings and marketing campaigns, including
online ads, print ads and paid search. Placing the same call
Multivariate testing
tracking numbers on print campaigns enables real estate
15.4%
professionals to evaluate the effectiveness of direct mail, print
Predictive analytics
ads, yard signs and other types of direct-response advertising.
15.4%
Conversion optimization
11.5%
Dashboards
11.5%
Note: *North America (76.1%), Europe (12.7%), Asia (4.2%) and other (7.0%)
Source: eMetrics Marketing Optimization Summit, "Measuring Success
Today," April 22, 2009
103366 www.eMarketer.com
Optimizing the E-Commerce Experience 5

6. Leading Optimization Applications
In a September 2008 study conducted by Sterling Market “The addition of call tracking features
Intelligence for Marchex, call tracking ranked second only to Web enables Homes.com advertisers to track
analytics among methods US national advertisers and agencies and measure leads and results from both
are using to measure the success of local advertising.
online and phone inquiries. More
Local Advertising Success Metrics Measured by US
importantly, call tracking data and reporting
National Advertisers and Agencies, September 2008 will enable agents and brokers to keep a
(% of respondents) closer eye on their lead opportunities and
Website analytics 54% advance the follow-up and conversion of
Call tracking 47% that home buyer.” —Jason Doyle, vice president
E-mails 45%
and general manager, Homes.com
Online forms 33%
Appointments from I-net 33% Personalized Ratings and Recommendations
Personalization is another category of e-commerce optimization
Coupons 21%
that helps increase conversion rates by dynamically tailoring the
Other methods 6%
online experience for each and every visitor.While many businesses
Unsure 3% are building segmentation and scenario-based personalization into
Source: Marchex, Inc. "Local Online Advertising: Strategies and Tactics their core e-commerce platforms, on-demand optimization services
Every Company Should Know" conducted by Sterling Market Intelligence, go a step further by “microtargeting” the online experience based on
October 1, 2008
098558 www.eMarketer.com the specific clicks and behavior of each visitor.
098558
Product recommendations are a popular optimization service being
E-Tales added by e-commerce sites to personalize and tailor the online
■ ApartmentGuide.com is using eStara call tracking technology experience. Until recently, only e-commerce behemoths such as
from ATG, which replaces standard phone numbers with Netflix and Amazon.com could afford to provide personalized
trackable local and long-distance numbers and helps it measure product recommendations. Growth of SaaS solutions—along with
performance. The company views the toll-free number as a the number of e-commerce vendors offering them—has made
“currency system,” explained Mr. DeLatte, “in that tracking personalization attainable for all online businesses.
proves the value of advertising to property owners.”
Many e-commerce companies that have implemented on-demand
■ ThomasNet, the No. 1 purchasing destination for industrial personalization said sales have increased dramatically because
buyers, sought to enhance its Web traffic by strengthening its more leads are converted into transactions. Still, only 27.6% of
ability to articulate the site’s value for advertisers. ThomasNet online retailers offer personalized product recommendations,
uses eStara call tracking from ATG to assign a local or toll-free according to an August 2008 study from Internet Retailer. Many
number to advertiser listings posted on its site. said first-generation technologies have not met expectations.
ATG measures (in real time) the inbound phone responses each US Online Retailers that Offer Personalized Product
advertiser receives. ThomasNet can then generate a report for Recommendations on E-Commerce Site, August 2008
each of its customers with call metrics as well as contact details (% of respondents)
for every caller, including name, phone number and ZIP code.
This provides valuable buyer intelligence while ensuring no lead
is lost. Offer personalized
product
recommendations
27.6%
Do not offer
personalized product
recommendations
72.4%
Note: n=124
Source: Internet Retailer, "Emerging Technology" conducted by Vovici
Corporation, September 2008
097886 www.eMarketer.com
097886
Optimizing the E-Commerce Experience 6

7. Leading Optimization Applications
Types of recommendations solutions vary. The most common Some personalization functions go beyond making product or
involve suggesting a product or service that is similar to the one service suggestions—they track people’s time and attention
the consumer is looking at in terms of style, usability or other spans. Many consumers, for example, spend more time browsing
characteristics. Some features remember shoppers’ preferences Websites on weekends than on weekdays. On weekdays, they
or previous purchases, list the site’s top sellers or have a “tell a want to find what they need and leave the site; weekend browsing
friend” button that transmits product information. In a sense, on- is more leisurely. According to a July 2009 BusinessWeek article on
demand recommendation features can become the in-store personalized recommendations, sites can “adjust to [shoppers’]
salespeople of the online world, recommending items based on rhythms, leading shoppers on a leisurely stroll on Saturday
the behavior and preferences of each visitor. afternoon, and sending them hurtling toward checkout on
Monday morning.”
Internet Retailer also found that 21% of companies queried said
that personalized product recommendation solutions can improve Personalized ratings and reviews are another way of optimizing
sales. Another 21% said these products increase conversion rates the online experience by allowing users to contribute their own
and 19% believed they improve cross-selling. If a clothing item content to help others make decisions. Businesses can easily add
does not come in the size a customer needs, for example, that ratings and reviews as on-demand solutions, relying on vendors to
person may opt for a secondary suggested item of similar style. deliver the technology and outsource the monitoring of content.
Benefits to US Online Retailers that Offer Many e-commerce companies today allow consumers to write
Personalized Product Recommendations on and post comments and reviews. In addition to providing
E-Commerce Site, August 2008 (% of respondents) guidelines for other shoppers, this can help resolve problems
Higher total sales related to products or services supplied by third parties.
21%
One e-tailing executive said that some of his product
Improved conversion rate
manufacturers resolved merchandise issues after consumers
21%
wrote negative reviews. In other instances, the e-tailer removed
Better cross-selling and upselling opportunities based on
purchasing history and product preferences of individuals disappointing SKUs from its site. The company always posts a
19% notice explaining a problem’s resolution. “This helps with
Bigger ticket
consumer confidence and conversions,” the executive added.
15%
According to Forrester Research (December 2008), apparel,
Reduced returns and shopping cart abandonment footwear and accessories ranked fourth among the retail
11% categories for which consumers find reviews most helpful. Their
Improved open and click-through rates of segmented e-mail survey of 2,890 US Internet users indicated that 47% benefited
campaigns
from the feature in this product category alone.
10%
Other
E-Tales
3%
■ Zappos.com, often considered a benchmark in e-commerce
Source: Internet Retailer, "Emerging Technology" conducted by Vovici efficiency, found that customer reviews reduce returns.
Corporation, September 2008
097887 www.eMarketer.com Shoppers may indicate, say, that a shoe runs small or does not
097887 look nice with pleated pants.
Personalization yields the best results when it tracks multiple
■ Netflix factors in movie plots as well as movie categories rented
consumer behaviors, Jack Aaronson, CEO of the Aaronson Group
before it makes recommendations.A consumer who rented
and a former Barnes & Noble executive, told eMarketer in March
“Goodfellas,” for example, might not like all crime movies. But if the
2009. In addition to tracking what books a purchaser of a particular
customer gives high ratings to both “Goodfellas” and “The
title bought, for example, algorithms can factor in other sales
Godfather,” as Steve Swasey, Netflix’s vice president of
motivators. This could involve layering in research regarding what
communications, told eMarketer in March 2009, that person very
was most important to consumers—say, subject versus author.
likely enjoys epic movies with a crime base and immigrant theme.
Netflix cross-references consumer ratings, which provide more
accurate predictions about what people will like, said Mr. Swasey.
He added that 60% of Netflix members regularly rate movies.
Optimizing the E-Commerce Experience 7

8. Leading Optimization Applications
■ Tommy Hilfiger added a SaaS-based recommendations Factors that drive consumers to seek assistance include the need
service from ATG in fall 2008. Based on a predictive algorithm, for additional information (58%) and confusion about how to place
the tool uses product data, site structure and shoppers’ current an order (53%), according to respondents to a June 2009 ATG
and past behaviors to make suggestions. survey. Some 37% of online shoppers said they seek help when
return polices are not clearly stated.
Prior to implementation, Tommy Hilfiger had been creating hard-
coded product recommendations to stimulate cross-sells.
Factors that Would Cause US Online Shoppers to Seek
Information was based on what the company was trying to sell Live Assistance When Making a Purchase Online, June
rather than what visitors wanted. The same suggestions were 2009 (% of respondents)
made to every shopper. The approach was time-consuming and Need more information about the product/service than is on the
was not helping sales. site
58%
Within 30 days of deployment, 16% of total online revenues were Trouble completing the order/checking out
being impacted by the new tool, according to information 53%
provided by Tommy Hilfiger. That figure jumped to 30% when the
Return policy is not clearly stated on the site
site began to use the service to automate and personalize other 37%
parts of its online merchandise, such as top sellers and gift guides.
Product/service requires sensitive information (e.g., Social
Security number)
Checkout frequency increased threefold among 32%
Tommy Hilfiger shoppers who interacted with the Want to hear about discounts or promotions before buying
ATG Recommendations product. 28%
Product/service is complicated and has many steps (e.g.,
cellphone or cable plan)
■ OpenTable is a repository of restaurant opinions and
25%
information. It runs customer reviews and partners with
Shipping and pickup options and timing
hundreds of Websites as well as with the online properties of
20%
local newspapers. Thus, consumers do not have to read myriad
blogs. The transaction facilitator allows diners to place real-time Product/service is expensive (e.g., appliance or TV)
13%
reservations and search for restaurants by geography, price and
cuisine. Success is measured by how many restaurant seats are Note: respondents were asked to choose up to three choices
Source: ATG, "Customer Service Survey," provided to eMarketer, June 25,
filled, said Ann Shepherd, vice president of marketing, in a 2009
December 2008 eMarketer interview. 105308 www.eMarketer.com
105308
Live Help A JCPenney study found that “highly satisfied” customers make
In the early years of e-commerce, the pervasive school of thought 11% more purchases, as reported in the BusinessWeek article. In
was to eliminate human involvement from online transactions as the magazine’s own customer service survey of 1,033 readers,
much as possible. Contact methods were often difficult to find or poor telephone service emerged as the biggest complaint (54.8%).
use. Many sites only offered a toll-free number or e-mail address In the words of one reader, “the purgatory of [being put on] hold is
to help would-be buyers obtain answers to questions, requiring the most annoying experience.” Another noted that “there is no
them to “switch” channels or wait for a response. This approach is steering wheel to bang.”
rapidly changing.
More and more e-commerce companies are implementing click-to-
Today’s e-commerce companies realize the benefit of direct, chat and click-to-call services as on-demand optimization services.
timely assistance to close more online sales and improve loyalty. Both services solve the problem of 800-numbers and e-mail by
Online customers, they now acknowledge, should be treated as allowing consumers to get live assistance while they are online.
well as guests who are physically present. This has become even
Click-to-chat creates a live text interchange between the
more important during challenging economic times, particularly
consumer and e-commerce company. With chat, customer
when it comes to holding on to existing customers.
service personnel can split their time among several customers,
“As the pool of new online buyers begins to dry up,” said Jeffrey cutting down wait times.
Grau, senior analyst at eMarketer, “Web retailers will focus on
strategies that help them retain customers, such as improving
customer service.”
Optimizing the E-Commerce Experience 8

9. Leading Optimization Applications
Click-to-call allows shoppers to click a button, type in their phone In a 12-month study that began in June 2008, ATG found that many
number and receive a direct call from a customer service businesses used integrated click-to-call and click-to-chat
representative. There is no “on hold” period and they do not have to solutions. Yet some industries tend to field more calls than chats,
navigate annoying touch-tone telephone menus. Like chat, click-to- including retail electronics (94.6% versus 5.4%), high-tech
call allows agents to see where users are on a Website and browse IT/software (83.5% versus 16.5%), banking (77.0% versus 23.0%)
with them to help close more sales and improve service. and hospitality (76.3% versus 23.7%).
Click-to-chat and click-to-call are each useful in different situations. Click-to-chat outpaces click-to-call in apparel (88.8% versus
In June 2009, ATG found that US online shoppers preferred live help 11.2%), travel (87.3% versus 12.7%) and telecommunications
over the phone via click-to-call when dealing with sensitive or (70.3% versus 29.7%).
complicated information, technical problems or a large amount of
money. For simpler queries, such as those about order status, Click-to-Call vs. Click-to-Chat Live Help Usage
According to ATG Clients Worldwide, by Industry, June
promotional information, shipping options or cheaper services, live
2008-June 2009 (% of total)
chat was the preferred customer service option.
Retail–electronics 5.4%
94.6%
Preferred Live Assistance Method (Call* vs. Chat**)
for Select Online Shopping Scenarios According to US High–tech, IT and software
Online Shoppers, June 2009 (% of respondents) 83.5% 16.5%
Call* Chat**
Banking
Making a purchase or applying for a service that costs 78% 22%
$500+ 77.0% 23.0%
Making a purchase or applying for a service that requires 78% 22% Hospitality
sensitive/private information (e.g., Social Security number) 76.3% 23.7%
Need complicated information on product/service to 71% 29% Insurance
purchase or apply online
62.3% 37.7%
Making a purchase or applying for a service that costs 67% 33%
between $100-$500 Retail–big box
I'm having trouble completing my order 67% 33% 59.7% 40.3%
I can't log in to my account 64% 36% Other financial services
I have a question about the status of my order 48% 52% 59.2% 40.8%
Making a purchase or applying for a service that costs 47% 53% Transportation
less than $100
32.2% 67.8%
I want to ask about the return/refund policy 44% 56%
Retail–other
I want to hear about discounts or promotions 44% 56%
31.2% 68.8%
I want to ask about shipping and pickup options 41% 59%
Telecommunications
Need basic information on product/service to 40% 60%
purchase or apply online 29.7% 70.3%
Note: *clicking a button or accepting a proactive invitation to have a Travel
customer service representative call you; **clicking a button or accepting 12.7% 87.3%
a proactive invitation to initiate a text chat interaction with a customer
service representative Retail–apparel
Source: ATG, "Customer Service Survey," provided to eMarketer, June 25,
2009 11.2% 88.8%
105310 www.eMarketer.com Other enterprise
105310 41.0% 59.0%
Click-to-call Click-to-chat
Note: based on 400,537,392 click-to-chat and click-to-call sessions for
806 implementations among ATG clients in Asia Pacific, Europe and
North America
Source: ATG with eMarketer calculations, July 2009
105185 www.eMarketer.com
105185
According to BusinessWeek, travel companies that employ both
technologies include Continental Airlines and Expedia; BMW, Best
Buy and Louis Vuitton use both on the e-tailing side.
Optimizing the E-Commerce Experience 9

10. Leading Optimization Applications
E-Tales Targeted E-Mail Marketing
■ Zappos.com views the telephone as a primary means of While converting new visitors into customers is a key focus of
consumer interaction. Many calls come from novice online e-commerce companies, getting existing customers to buy again
shoppers who wind up placing orders over the phone. “While is just as important, as it often costs less than acquiring new
phone orders are in the single digits, they are a few percentage customers. E-mail marketing tools—delivered as on-demand
points of daily sales,” said Mr. Kalma. “The site is the lead solutions—are the primary way companies drive repeat traffic and
generator. I don’t think most e-commerce companies put purchases, and cross-sell or upsell existing customers.
enough effort into phone service.”
Leading e-commerce companies are taking e-mail marketing a
step further with new optimization services that tailor and target
“What better way to measure efforts than to the right offers to e-mail recipients. Using complex algorithms,
talk to your customers? [The phone] is a they layer in past purchasing behavior, demographics and other
branding opportunity, not an expense.” factors that generate e-mails for specific customers. E-mails may
include special offers for certain people—say, customers who
—Brian Kalma, director of user experience, Zappos.com
spent more than $200 over the past year. Or a site selling sporting
goods may only target past purchasers of camping equipment.
■ HSBC Card Services implemented eStara Click to Call from
ATG about seven years ago. Two years ago, it launched the Not many online businesses use these targeting functions. In April
complementary eStara Click to Chat. It uses click-to-call to 2009, the e-tailing group found that 16% of e-commerce
communicate with customers who are on its site and need help companies sent personalized e-mails based on past customer
with transactions. It also uses the feature to target existing behavior. Still, this figure was up from 11% in 2008.
customers with new service offers. When an invitation icon pops
up, interested consumers can have a representative call them Website and E-Mail Personalization Features Among
right away. The feature does not send more invites than HSBC US Online Retailers, 2008 & 2009 (% of respondents)
can respond to. Therefore, people are not kept on hold, said 2008 2009
Shane Herrell, HSBC’s vice president of digital marketing, tools Post-order e-mails are sent based on past purchases 17% 23%
and technology, in an interview with eMarketer. Site greets returning customers by name 18% 20%
Our e-mails are very personalized based on past customer 11% 16%
Click-to-call is paired with co-browsing at HSBC. Many customers behavior
use the latter feature when they are having trouble navigating or Site dynamically shows product based on past customer 8% 9%
purchases
filling out a form. The co-browse function allows the rep to see,
We provide a limited amount of personalization 33% 45%
with the customer’s permission, what the customer is viewing on
We intend to add personalization in 2009 44% 34%
the Website. Chat has also carved inroads among prospective
customers with poor credit or those with loan delinquencies who We have no personalization and don't anticipate adding 20% 14%
such functionality this year
may be uncomfortable talking to a live person.
Source: the e-tailing group, "8th Annual Merchant Survey," provided to
eMarketer, April 2009
■ Wells Fargo conducts about 30% of its online business via
103438 www.eMarketer.com
telephone. When customers click to call, the call is routed 103438
through Internet protocols rather than traditional copper wire. According to a Forrester Research study cited by MarketingVOX in
The automated technology is faster and costs about $1.50 per June 2009, e-mail marketing spending in the US will reach $2
call, said Doug Loots, marketing strategy manager with Wells billion by 2014—almost double the projected spend of $1.2 billion
Fargo’s consumer lending business. Before the product was for 2009. Retention e-mails (those sent with consumer consent)
implemented two years ago, calls used to cost about $3. will account for more than one-third of all marketing messages
Click to Call is popular among loan applicants. Contact time is sent to shoppers. Within five years, consumers will opt in to
about 10 seconds following completion of an online application. receive 9,000 e-mail marketing messages annually.
Booking rates have improved by 40% because fewer people
disconnect. “Before,” said Mr. Loots, “they would click to apply
and a loan officer would call them the next day.”
Optimizing the E-Commerce Experience 10

11. Leading Optimization Applications
In a recent study, the e-tailing group found that 83% of e-commerce E-Tales
companies believed e-mail drives incremental revenue; 74% said it ■ Zappos.com’s shoppers can choose the types of e-mail they
improved purchasing frequency; 72% (unchanged from 2008) want to receive. A consumer may only want e-mails about
believed it increases store and catalog purchasing; and 60% said dresses, for example, said Mr. Kalma. The company also sends
e-mail helps acquire new customers. generalized e-mails about promotions and special products.
Zappos hopes to further personalize this area.
Important* Uses of E-Mail Marketing According to US
Online Retailers, 2008 & 2009 (% of respondents) ■ Diapers.com sends e-mails to customers who have abandoned
2008 2009 online shopping carts, reported DMNews in September 2008. The
Drive incremental revenue 74% 83% reminder is sent a few days after the abandonment occurs.
Increase purchase frequency 76% 74% During a one-month period, the e-mails generated a 48% higher
Increase purchasing from your catalog or store 72% 72% open rate and a 78% higher click-through rate than e-mails used
Acquire new customers 58% 60% during previous campaigns. Net conversion rate was 6.5%, a full
Sell seasonal product 49% 56% 129% higher than figures generated by past endeavors.
Improve loyalty 58% 55%
Reactivate customers 53% 48% ■ HSBC sends outbound e-mails to consumers who sent inbound
Reinforce your brand proposition 49% 41% e-mails. Outbound e-mails focus on specific services, such as
Increase average order 49% 39% balance transfers, insurance or special rates for people who sign
Liquidate product 34% 34% up for a loan by a certain date.
Note: *rated as "very important," "somewhat important" or "important"
Source: the e-tailing group, "8th Annual Merchant Survey," provided to ■ Scentiments.com, an online fragrance seller, began
eMarketer, April 2009 emphasizing customer-centric features in August 2008. Using a
103437 www.eMarketer.com
recommendations tool, customer data is used to make product
103437
suggestions and send personalized e-mails.
SaaS-supported functions are rapidly becoming part of the e-mail
equation. According to an April 2009 Gartner report, the SaaS model Click-through rates have doubled. Overall site revenues
for e-mail solutions should represent 20% of the commercial e-mail increased by 11% and sales of the most popular item went up by
market by the end of 2012; in 2007, it accounted for only 1%. Gartner 56%. Open rates are 30% and conversion rates are 16%, said
research vice president Matt Cain noted that the earliest adopters CEO Howard Wyner. Customers also receive an e-mail reminder
of the e-mail SaaS model are small or medium-sized businesses. when an out-of-stock product comes in.
To reap the full benefits of any e-mail marketing initiative, e-commerce ■ Wells Fargo periodically e-mails customers who do business
companies need to track and measure consumer activities and utilize with other banks. If somebody has a checking account with
the results.This is often easier said than done. In a February–March Wells Fargo and a loan with another institution, that person
2009 study, eROI found that 18.06% of e-mail marketers do not track might receive an e-mail invitation to “refinance” with Wells
open rates, click rates and open-to-click ratios—the three most Fargo, said Mr. Loots. The message could also be about loan
important e-mail marketing metrics.The top reasons cited for not consolidation and making lower payments.
tracking campaigns were lack of knowledge and budget constraints.
US E-Mail Marketers Who Track E-Mail Campaign
Results, February-March 2009 (% of respondents)
Do not
track campaigns
18.06%
Track campaigns
81.94%
Source: eROI, "Use of Analytics in E-Mail Marketing Campaigns," March 20,
2009
102803 www.eMarketer.com
102803
Optimizing the E-Commerce Experience 11

12. The Future of Optimization
Over the next decade, e-commerce will continue
to evolve as companies mix and meld channels,
technologies and strategies. A financial services
company, for example, might find a new use
for a feature that has mainly been used by
apparel e-tailers.
Mobile commerce in particular should play a huge role, especially
in service areas such as travel, finance and real estate. Avis
already offers an iPhone application for airport location
reservations. 1-800-FLOWERS’ Mobile Gift Center provides
BlackBerry users with last-minute gift-giving options. And Wells
Fargo Online Mobile Banking lets consumers pay bills via
cellphone. Within a few years, Mr. Loots believes, mobile
commerce will be one of Wells Fargo’s biggest channels.
Video is another growing area. In August, Zappos.com began using
video as part of its product suggestion function. Video allows
consumers to view a moving image of a product paired with other
apparel, shoes or accessories. Clickable text links let shoppers
obtain more information. Another video function lets guests
submit their own product videos. Mr. Kalma believes engagement
will be close to 20% on pages with video. “If a consumer takes the
time to open a video and look at it, why not bring it to the next
level by layering on metadata that makes it clickable?” he asked.
“By letting a formal wedding shoe description turn into a complete
outfit with bag and dress, we bring more product to more people
more quickly.”
The use of social media to connect with customers and optimize
customer interactions is expected to continue gaining momentum.
More than one-half of Web retailers surveyed already use five of 10
identified community or social media tools, and only tiny percentages
had no plans to use them later. Facebook fan pages were most
popular, followed by Twitter and customer reviews. Some retailers, for
example, are posting Click to Call and Click to Chat options on their
Facebook pages—optimizing across multiple channels.
Across mobile, video and social media, SaaS products will
provide e-commerce companies with a quick, affordable and
customer-centric means of reaching more people with more
personalized information. The implementation of these
technologies will allow e-commerce players to offer a truly
consistent experience to customers across all commerce channels.
Optimizing the E-Commerce Experience 12

13. About ATG About eMarketer
A trusted, global specialist in e-commerce, ATG eMarketer is a business service unlike any
(Art Technology Group, Inc., NASDAQ: ARTG) has other. eMarketer does not conduct research. It
spent the last decade focused on helping the aggregates and analyzes all the available
world’s premier brands maximize the success of research, surveys and data on a given topic. So
their online businesses. you see far more than a single source could ever
The ATG Commerce Suite is the top-rated cross-channel
provide. eMarketer doesn’t deliver one point of
commerce solution for powering highly personalized, efficient view, it gives you thousands. Providing overviews
and effective e-commerce sites. ATG also services multiple
and insights available nowhere else, eMarketer
industries with ATG Optimization Services, which offer the
flexibility to target visitors with the right offer at the right time in reports on the reports, analyzes the analysts and
the right channel—using automation, business rules and human dissects the data.
interaction—to drive profitable sales. These platform-neutral
SaaS-based services like Click to Call, Click to Chat, Call Tracking
and Automated Recommendations, help businesses lift online A Trusted Resource
revenue quickly, easily and measurably by converting more eMarketer serves as a trusted, third-party resource, cutting
visitors into customers. through the clutter and hype–helping businesses make sense of
the numbers and trends. eMarketer's products and services help
ATG customers include progressive, innovative online brands like companies make better, more informed business decisions by:
Apartmentguide.com, AT&T, Best Buy, Continental Airlines, CVS,
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Microsoft, Neiman Marcus, PayPal, Procter & Gamble, Sears, ■ Eliminating critical data gaps
Target, Tommy Hilfiger, Vodafone, and Wells Fargo. For more
information, please visit http://www.atg.com. ■ Providing an objective, bird’s eye view of the entire landscape
■ Better deploying and sharing information across the company
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Optimizing the E-Commerce Experience 13